• Save
Network Solutions: Building a Positive Image Online with Social Media - BDI 3/24/10 Social Reputation Management
Upcoming SlideShare
Loading in...5
×
 

Network Solutions: Building a Positive Image Online with Social Media - BDI 3/24/10 Social Reputation Management

on

  • 1,998 views

Case Study: Building a Positive Image Online with Social Media: The Network Solutions Experience

Case Study: Building a Positive Image Online with Social Media: The Network Solutions Experience
Presented by: Shashi Bellamkonda, Social Media Swami, Network Solutions
www.bdionline.com

Statistics

Views

Total Views
1,998
Views on SlideShare
1,995
Embed Views
3

Actions

Likes
0
Downloads
0
Comments
0

1 Embed 3

http://www.slideshare.net 3

Accessibility

Categories

Upload Details

Uploaded via as Adobe PDF

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

Network Solutions: Building a Positive Image Online with Social Media - BDI 3/24/10 Social Reputation Management Network Solutions: Building a Positive Image Online with Social Media - BDI 3/24/10 Social Reputation Management Presentation Transcript

  • Building a Positive Image Online with Social Media: The Network Solutions Experience Presented by: Shashi Bellamkonda Social Media Swami, Network Solutions Twitter: @shashib on behalf of @netsolcares 03.25.2010 1
  • 2
  • 3
  • Online Reputation Before Photo courtesy: http://matchstic.com/blog/wp-content/uploads/2009/06/bad-customer-service.jpg 4
  • 4 Point Social Media Strategy Brand / Reputation Management Connecting with Customers Community Outreach Get new business 5
  • Social Media Implementation 2008 Changed negative online perceptions to neutral sentiment Increased positive sentiment 2009 Positioned as Small Business Thought Leader Utilized social media beyond customer service 2010 Leverage social media for market expansion and leadership 6
  • Top Three Accomplishments Enjoying a positive sentiment online compared to the negative mentions in 2008. Shift in perception of Network Solutions® as not just a domain registrar but also a thought leader in small business growth. Network Solutions is often referred to as a company that has effectively leveraged social media to maximize customer satisfaction. 7
  • First Step: Listen Team approach to response Monitor using Radian6 and manual searches Classify as crisis or not (>50 Technorati authority or 100 followers) Classify as general issue or technical customer service Engage in a variety of places Blogs, Twitter, Online forums Photo courtesy: http://bethnolastname.files.wordpress.com/2008/07/listen.jpg 8
  • Step 2: Content Creation Blogs SolutionsArePower Women Grow Business Grow Smart Business Unintentional Entrepreneur Participation in industry events such as Twitterville Small Business Success Index GrowSmartBiz Webinars and Conference Crisis Management Support Rebrand 9
  • Blogs: Effective Reputation Platform 10
  • Manage Online Reputation via Offline Events http://www.flickr.com/photos/kyeu ng808/3851709164/sizes/l/ 11
  • Change Online Perception 12
  • Thought Leadership: GrowSmartBiz Webinars (2) Over 400+ attendees 20+ blog posts 250+ tweets via #growbiz and #growsmartbiz Conference Over 400+ attendees Increased @GrowSmartBiz Twitter followers by 200 and counting 75+ blog posts 1,500+ Tweets 2K+ Tweets with #growsmartbiz 5K participants on livestream 13
  • Maintaining Reputation Amidst Crisis Created an online forum to provide information to merchants and customers. Generated over 50+ blog posts, which Network Solutions team responded. Applauded by many for use of social media in crisis management support. 14
  • Step 3: From Listening to Acting Listened to customer feedback Rebranded website based on feedback Created a social media advisory board Used Twitter and blogs to market new rebrand 15
  • Step 5: Training other advocates Social Media Twitter Blogging Bookmarking 16
  • Shift from High Negative to High Positive 70 60 50 40 Negative 30 Positive Neutral 20 10 0 17
  • 2009 IABC Gold Quill Award Recognized for online reputation management Listening to customers on social networks Taking their feedback seriously 18
  • What Does 2010 Hold? Drive more unique visitors to the storefront Blogger outreach highlighting Network Solutions product offerings and customer testimonials Increase user generated content on “How did I benefit from Network solutions” Strengthen Network Solutions’ brand identity as leader in Innovative Online Solutions Online engagement Training sessions Events 19
  • Thank you Shashi Bellamkonda shashib@networksolutions.com Twitter: @shashib Small Business Success Index : http://www.GrowSmartBusiness.com Network Solutions Blog : http://blog.networksolutions.com Women Entrepreneurs : http://www.WomenGrowBusiness.com Fresh Entrepreneurs ; http://unintentionalentrepreneur.com Millenials : http://whatsnextgeny.com 20